"nothing"

having set off to attend my appointment, sadly my wheelchair broke down, by the time, i had got help, and transported back home, there was no longer enough time to get to the hospital for my appointment,

so i phoned the fracture clinic, and informed them that due to wheelchair breakdown, i would not be able to attend, and that i would need a new appointment for today (a week later), i was informed that a letter would be sent out with new appointment, (could not give new one over the phone??),

imagine my surprise when today i got a letter stating that i did not attend or let them know!!!!!

Anything else?

make sure that when someone lets you know they can not attend an appointment that it is noted, and not ignored like i have been!!!

Responses

Thank you for bringing this matter to our attention. Your comments were passed onto the Matron responsible for this area who has investigated the processes. Based on the information provided, it appears that we failed to pass on the details in time for the correct letter to be sent. We would like to apologise that the service you received did not meet the high standards that we strive to achieve. We will discuss this matter with all of the team to concerned, as we understand the importance of accurate and timely communications for patients.

If you need any further help or information please call our confidential Patient Advice and Liaison Service (PALS). They can be contacted on 01539 795 497.

Should you wish to make a complaint then you can do so by writing to our Chief Executive, Tony Halsall, at: Trust Headquarters, Westmorland General Hospital, Burton Road, Kendal, LA9 7RG.

The Complaints Team and the Chief Executive can be contacted at the address indicated above or by ringing 01539 795 332. More information can be found on our website: http://www.uhmb.nhs.uk

We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This will enable us to continually improve the services we offer and the experience our patients have whilst in our hospitals.